The Zambia Industrial Commercial Bank Limited (ZICB) is committed to meeting its mission of supporting its customers’ wealth creation and growth through provision of customer-centric banking solutions to its chosen segments, in support of commercialisation and industriali- sation of the Zambian economy. In line with its mission, the Bank is seeking to recruit highly motivated, result-ori- ented, well qualified and experienced professionals to fill the following vacancies:

Chief Retail Banking Officer (1)

• Reporting to the Chief Executive Officer, the job holder will provide leadership to the Bank’s strategy and performance of the Branch Network and Retail Sales Business Distribution. The Chief Retail Banking Officer (CRBO) will be responsible for developing and executing strategies that drive growth, improve customer satisfaction, and enhance the overall profitability of the retail banking business. The CRBO will play a key role in shaping the future of our retail banking operations, ensuring we maintain our competitive edge in the market.
• The Job holder will be responsible for ensuring efficiency in operations to enable accelerate business growth across branches for all customer segments (Consumer, Affluent/Premier, Commercial, and MSME Banking).
• The role entails leveraging on customer research and competitor benchmarking in customer experience and loyalty/advocacy by use of metrics including NPS, CES, and CSAT Scores with an aim of building a strong customer focussed culture in the branch and sales network that will result into customer loyalty, retention and brand recognition.

Key Accountabilities

The Job Holder will carry out the following duties among others:

Strategic Planning and Execution: Develop and implement a comprehensive retail banking strategy that aligns with the Bank’s overall objectives and mission. Drive innovation and digital transformation initiatives to enhance customer experience and operational efficiency.

Business Development and Revenue Generation: Identify and capitalize on new business opportunities within the retail banking sector, including the expan- sion of products and services. Drive customer acquisition and retention strategies to increase market share.

Risk Mitigation and Internal Business Processes: Ensure all retail banking activities comply with applicable laws, regulations, and internal policies. Develop and implement risk management strategies to safeguard the bank’s assets and reputation.

Customer Service and Relationship Management: Ensure the delivery of exceptional customer service across all retail banking channels, including branch- es, online, and mobile platforms. Foster a custom- er-centric culture within the organization.

Leadership: Build, lead, and mentor a high-perform- ing retail banking team. Establish clear performance metrics and provide regular feedback and development opportunities.

Product Management: Oversee the development, launch, and management of retail banking products and services, including checking and savings accounts, mortgages, personal loans, credit and debit cards, and wealth management products. Ensure products are competitive, compliant, and meet customer needs.

Financial Performance: Monitor and analyse the financial performance of the retail banking division. Develop and implement plans to achieve revenue, profitability, and cost management targets.

Minimum Requirements

Academic Qualifications:

• Grade 12 School Certificate or GCE equivalent.
• Bachelor’s Degree in a business-related field.
• Master’s Degree will be an added advantage.

Professional qualifications:

• Retail Banking course/Certified Retail Banker will be an added advantage

Desired Work Experience:

• 15 plus years work experience with 10 years leadership experience in branch and sales distribution in Retail Banking.
• In-depth knowledge of banking and business operations.
• Excellent communication skills and the ability to interact with senior management, customers, vendors, partners, sales, regulators, etc.